Update: Stripe is holding over $400k of mine with no explanation

Re:Update: Stripe is holding over $400k of mine with no expl... by TAForObvReasons on Tuesday January 03, 2023 @03:49PM (#34237823)

Customer support, at a company that is not obsessed with customer support and satisfaction, is typically "check the box". They have to provide some sort of support. It is seen as a cost center rather than as a face of the company. "number of unfixed issues" isn't relevant if you perceive customer support as perfunctory.

As a result, for many companies obsessed with KPIs, the only KPI for customer support is "price". In that lens, they are optimizing.

Obviously this situation is awful for customers.

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Re:Update: Stripe is holding over $400k of mine with no expl... by ethbr0 on Tuesday January 03, 2023 @04:08PM (#34238087)

Granted in practice, but my point is that engineering should care.

If you've got nice insulation from your customers, how do you even know what you built is working?

I've seen too many bizarre real-world failure cases and complex systems-on-systems to trust that my metrics are capturing everything that breaks.

[ Parent | on HN ]